ABOUT THE ROLE:

- Administer and optimize Freshdesk/Freshservice - service catalogs, business rules, approvals, assignment groups, and SLAs
- Design ITIL-aligned incident, problem, change, knowledge, and asset management processes
- Build workflow automation for routing, approvals, escalations, and notifications
- Integrate with Microsoft Entra ID, Intune, Defender, and monitoring platforms via REST APIs and webhooks
- Develop operational dashboards and reporting for IT leadership
- Lead continual service improvement initiatives

REQUIREMENTS:

- 5+ years in IT service management, IT operations, or service desk management
- 3+ years hands-on administering Freshservice and/or Freshdesk
- Strong ITIL foundation and demonstrated workflow design experience
- Experience with ITSM integrations and APIs
- Ability to translate business requirements into practical ITSM solutions

PREFERRED ITIL 4 Foundation certification, Freshworks platform certifications, Freshservice IT Asset Management and Discovery, Microsoft Entra ID and Intune experience.

Success in this role means improved SLA compliance, reduced ticket backlog, higher first-contact resolution, and less manual work across the service desk.

📌 ITSM Platform Expert – Freshdesk / Freshservice (Ciudad de México)
🏢 Value2Biz de Mexico
📍 Ciudad de México